Genesys Cloud - Main

Hello all, we have an outbound solution, sometimes in "busy" days, some of the Progressive Campaign calls get the System Disposition:
""ININ-OUTBOUND-EXTERNALLY-THROTTLED"

These calls don't redial, so, I want to create a rule set that reschedule calls with this System disposition.

In the Rule Set condition section, in the System Disposition option, this Code doesn't exist in the list, 

Someone maybe knows how can we configure a Rule Set that will reschedule those calls, or any other idea on how to reschedule these calls?

Thanks, and best regards,

#Outbound

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Shahar Leonard
ITNAV-Pro Ltd.
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Hello Shahar, 

The issue here is the status code "ININ-OUTBOUND-EXTERNALLY-THROTTLED". This could be due to something going on in the background. I dont know of anyway to set a Rule with this status code. Do you know why you received this status code?

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Cameron Tomlin
Online Community Manager/Moderator
Genesys - Employees
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Hi Shahar,

As Cameron mentioned, I'd consider addressing the reason as to why you're being throttled. According to documentation found here Wrap-up codes assigned by outbound dialing - Genesys Cloud Resource Center (mypurecloud.com) your wrap-up code indicates "The system could not dial the number you have exceeded the campaign's maximum call limit on your Edge devices. To slow down dialing, lower the outbound line count on the campaign." Furthermore, documentation found here, Outbound settings - Genesys Cloud Resource Center (mypurecloud.com) states "each Edge can handle a maximum of 300 lines."

This would fix your problem, but if you are interested in a solution only, consider the below:

There is a solution using Triggers, as you can listen for a conversation ending using v2.detail.events.conversation,{id}.wrapup that includes the desired wrap-up-code ININ-OUTBOUND-EXTERNALLY-THROTTLED. You now have all conversations ending in this code routing to a workflow. In the workflow you can then build a data action that calls the outbound APIs to mark the contact as callable. The contact can be identified from the "conversationExternalContactIds" key/pair in the Event Schema (I have not tested this). Turn the campaign on, and you're code to go. Overall this is a pretty simple solution to your issue.

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Caleb Smith
Interstate Gas Supply, Inc.
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